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twilio-professional-services / flex-dialpad-addon-plugin

Adds agent to agent outbound call and external number transfer to Twilio Flex native dialpad
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When transferring to another Agent or to external number, Agent's call leg is not recorded #18

Open icanovic-twilio opened 3 years ago

icanovic-twilio commented 3 years ago

Hi Team, customer BGL has reported two issues related to this plugin in combination with the recordings:

  1. An Outbound call made by an Agent using the Flex Native Dialpad, to a customer's number, which was then transferred internally to another Agent, the second Call Leg did not Record.
  2. An Outbound call made by an Agent using the Flex Native Dialpad, to a customer's number, which was then transferred externally, to an external number - the Agents Call Leg is not Recorded.
kaiquelupo commented 3 years ago

Hey @icanovic-twilio. Both errors seems to be related to the Flex Native Dialpad itself and not to this addon. I would suggest to contact Twilio support so it is properly investigate. If you have more indications that it is related to this addon, please send us over. Thank you